中日人机对话系统语言产出对比研究——以网络购物场景为例  

A Comparative Study of the Linguistic Output of Chinese and Japanese Human-machine Dialogue Systems:Focusing on Online Shopping Scenes

作　　者：雒美敏 毋育新[1] Luo MeiMin;Wu Yuxin(Xi'an International Studies University,China)

机构地区：[1]西安外国语大学日本文化经济学院

出　　处：《日语学习与研究》2023年第5期102-114,共13页Journal of Japanese Language Study and Research

基　　金：2021年度国家社会科学基金西部项目“面向人机对话系统的日语语用距离调节机制研究”(批准号:21XYY009)的阶段研究成果,项目主持人:毋育新。

摘　　要：以中国淘宝和日本乐天市场网络交易中的电子客服语料为研究对象,基于Brown&Levinson的礼貌策略理论(1987)及宇佐美まゆみ的话语礼貌理论(2002、2017、2019),对两国电子客服语言呈现出的语言特征进行了对比分析。结果表明:(1)中日网购场景下出现频率最高的语步均为“情况说明”“补充说明”和“咨询导引”;(2)两国电子客服在“补充说明”“道歉语”“感谢语”“信息确认”的使用上存在显著性差异。中国“补充说明”使用频率显著高于日本,而日本“道歉语”“感谢语”“信息确认”的使用频率显著高于中国;(3)中国电子客服语料中的送货确认成分显著高于日本;(4)中日电子客服的礼貌策略使用情况存在显著性差异。日本倾向使用消极礼貌策略,中国倾向使用积极、消极相结合的礼貌策略。Based on the politeness strategy theory(1987)raised by Brown&Levinson and the discourse politeness theory(2002,2017,2019)raised by Usami Mayumi,this paper takes the intelligent customer service corpus of Taobao in China and Rakuten Market in Japan as the research object,and makes a comparative analysis of the linguistic features of the two countries'intelligent customer service languages.The results showed that(1)The most frequently used moves in the online shopping scenes of China and Japan are"situation description","additional explanation"and"consultation guidance";(2)There are significant diferences in the use of"additional explanation","apology","appreciation"and"information confirmation"between the intelligent customer service of the two countries;(3)The delivery confirmation component in the Chinese intelligent customer service corpus is significantly higher than that in Japan;and(4)There is a significant difference in the politeness strategies used by Chinese and Japanese intelligent customer service.

关 键 词：人机互动 电子客服 网络交易会话 礼貌策略理论 话语礼貌理论 

分 类 号：H36[语言文字—日语]